Complaints

This profile includes complaints for The KEY, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The KEY, LLC

  208 W I 240 Service Rd Oklahoma City, OK 73139-8001

  
• 

  The KEY, LLC

  PO Box 89220 Oklahoma City, OK 73189

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle with this business in December 2024 with a 4 year 40000 mile warranty. My deductible for covered repairs is supposed to be 200. I took the vehicle in for white smoke coming from tailpipe. Was told the engine needs replaced and that I would need to pay 1700 dollars! When asked why can’t they just repair the issue I was told “we don’t do that.” I simply want them to repair my vehicle as per the warranty! I have no problem paying my 200 as agreed. 1700 is not an option. They can repair for much less instead of replacing the entire engine.

  

  Business Response

  Date: 06/20/2025

  Thank you for bringing this matter to our attention. We understand your frustration regarding the repairs needed on your vehicle and apologize for the inconvenience and dissatisfaction this has caused.
  After reviewing Mr. ********* complaint, The Key service department has determined that the repairs needed for the 2018 Ford Edge exceed the warranty coverage, leaving any overage cost the customer's responsibility. While we can not cover the full repair cost, Mr. ******* was offered an option to trade out of the vehicle for a deductible fee of $200, and for Mr. ********* auto finance payments to stay current.
  Since receiving this complaint, the finance manager has contacted Brian ******* to discuss and find a satisfactory solution to help resolve this.Thank you

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my title papers late, was told by *** that sep 4th I would know if I was going to get help with the tag. I have not heard back, I called, emailed. I can not get help, than get me in another car and get my title on time

  

  Business Response

  Date: 09/20/2024

  Thank you for bringing this to our attention.  Since receiving the complaint, we have attempted multiple times to contact the customer by phone and email to address and resolve their concerns. Currently, we've been unable to make contact. 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I have called and emailed. I've been told that a family emergency came up with mother and someone will call, i called back and no answer. 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/26/2024

  Thank you for bringing this to our attention. The Auto Finance USA finance manager has talked to the customer to resolve her concerns. We believe she is satisfied with the resolution discussed.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the car in May of this year and the car started acting up. Had to take the car back 4 days later. The company gave me the run around. Saying the mechanic was looking at it. I still continued to pay the car payments to be in good standards. They told me that the mechanic did not know what was going on. Said they was sending it to the **** dealership. Contacted them a few days later they said **** did not know what was going on that they were bringing it back to the dealership and let someone else take a look at it. Still did not have a loner car to give me was missing work due to no car and getting the run around. Really feel as if they sold me a lemon. Did not get a loner car until a month later. Advised them that the loner car was messing up they came and got it but still have no word on the vehicle they sold me!! I feel as if they knew the car has issues and now Im out of a vehicle and the loner vehicle they came and got because it started messing up. I would really love you guys help to get my down payment back as well as the car payments I have continue to pay! It is putting me in a bad situation can not continue to pay **** and waste money to get back and forth to work as well as doctors appointments and kids back and forth to school as a single parent. Really need my money back so I can get another vehicle this situation has put me in a very tough spot. And the dealership just keep saying anything telling me its going to be done next week next week comes its something different. Please help me

  

  Business Response

  Date: 08/28/2024

  Thank you for bringing this to our attention.  **************** purchased the vehicle on 5-31-2024.  On 6-10-2024 the vehicle was brought to the service department for a failed motor.  Once the customer provided required insurance ********************** provided a loaner vehicle to the customer while his vehicle was in the shop.   The service department replaced the motor in ****************** vehicle.  However, the account was placed in repossession status for lack of payments as of 8-22-2024.  As of this date there is no record of a down payment or car payment made on this account. 

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the car in Feb told them to not mail my papers for tag, they did took 4 months to get them. I told them to take the extra 60 dollars out of my payment for insurance and they shut my car off, waited an hour on hold. Went to car lot was told that they can't do anything and that the internet is off so that's why the phones not working. This is the worst car lot ever and would never recommend anyone to go through them. I am trying to get away from them ASAP!

  

  Business Response

  Date: 08/19/2024

  Thank you for bringing this to our attention.  We have been in touch with the customer and understand the issue is resolved. 

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They charged me over the car payment amount in the beginning for months, then when they realize that I did have full coverage they credited my account in which they switched my pay dates on me after that. I didn't get my title for almost 6 months after I purchased the car in which they wouldn't give me another paper tag nor did they help with any of the fines that came along with paying for your tag and title late. I now have full coverage insurance on my car once again I make my payments every other Friday on the original pay date from when I first got my car in my paperwork that they said they didn't switch which they did they are still trying to say that I didn't make my last car payment even though I have all the proof and the receipts my car payment is not due until tomorrow Friday I go out to start my car today and they have it shut off this car company is really bad at communication at doing their job I mean let's give it to them they accept food stamps as your income should have known then how do you even accept food stamps as income.

  

  Business Response

  Date: 08/13/2024

  Thank you for brining this to our attention. We have been in touch with the customer and understand the issue is resolved.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22113119
  
  I am rejecting this response because:

  They automatically pulled my car payment and then they continue to say that I still owe them, they have shut my car off a day before my payment was even due and account manager who wants told me if I did not make a complaint with BBB he would fix it issues that I've had and credit my account for $200 still have not seen that 200$I didn't get the paperwork for my car for 6 or 7 months later they changed my due dates on me at one point in time they keep overcharging me several times trying to say that I did not make my car payment I still owed more.

  Stop other customers of the headache they cause, the credit to my account I was promised of 200$
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/27/2024

  Thank you for bringing this to our attention. The Auto Finance USA finance manager has talked to the customer to resolve her concerns. We believe she is satisfied with the resolution discussed.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a vehicle, we have tried to get our paper work so we can tag our vehicle. We have been lied to told paper work was sent out. Asked for tracking number none given. Called again found out there is a lien on this vehicle they have not been released. Tag will expire and we cant tag this vehicle or put in our name. After letting the key know this we were advised to keep driving around a vehicle with an expired tag and if impounded or given a ticket that we can contact them. We have now made 3 payments on a car that has no paper work well past the 31 days Oklahoma allows, and it also has no air in it. And we were told that they couldnt do anything about that either. They need to redo the paper work and reissue a tag instead of telling people to drive around illegally and get their vehicles impounded. Especially since the person driving this vehicle is a insurance agent in ********.

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this to our attention.  We have been in touch with the customer and believe the issue is resolved. 

  Customer Answer

  Date: 06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is currently reporting inaccurate information on my consumer report. This goes against 15 USC 1681 s-2 - Responsibilities of furnishers of information to consumer reporting agencies (a) Duty of furnishers of information to provide accurate information (1) Prohibition (A) Reporting information with actual knowledge of errors.

  

  Business Response

  Date: 06/12/2024

  Thank you for bringing this to our attention.  We have reviewed the issues related to the customers complaint and have corrected the tradeline. 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A purchase a vehicle from them and the motor blew three times the third time they kept it and I had to put down for another car hire a car payment and we started the process over of the four years my problem is that they did not refund me my money towards the interest of that car or anything two and a half years of payments going down a drain a tag which cost almost $900. They are just sweeping it under the rug as if everything's okay and it's not.

  

  Business Response

  Date: 05/10/2024

  **************** purchased a Chrysler 200 on 1-29-2022.  Approx. 2-28-2022, the motor failed.  The Key replaced the motor under the warranty.  On 9-23-2022, customer returned with the motor failed again.  Again, The Key replaced the motor under the warranty.  On 6-8-2023, customer returned to the dealership with motor failure.  During the time periods the Chrysler 200 was in the shop being repaired, The Key provided customer with a loaner vehicle.  At that time, as a courtesy The Key offered to allow Customer to trade in the Chrysler 200 for another vehicle.  Customer accepted the offer and purchased a ***** Civic.  The Key accepted the Chrysler 200 as a trade in and absorbed the negative equity in the Chrysler 200.  Customer is now demanding that we refund money that she paid for the Chrysler 200 during the roughly 2 year period she drove it and/or the loaner vehicle.  Auto Finance USA has contacted customer and tried to resolve her concerns, but we have been unable to reach a resolution acceptable to customer.

  Customer Answer

  Date: 05/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: I made payments on a vehicle for 2 years that I barely got to drive for 90 days straight due to the motor constantly blowing it was under warranty there's nothing else to explain but it was under warranty also I am seeking the $200 back cash that I gave the key that they have no regulation of I sent verification for my bank statement somehow they can't see it which is monotonous I am not asking you for cash back from the Chrysler 200 2 years of payments all I was asking for is help with the tag and five payments they are not being reasonable the gentleman I've been speaking with said that he will do five payments and then the the tag and call me back and says he don't have no regulation of me talking about a tag and try to lower the amount that was offered from the original offer I've been texting emailing emailing and still no response. I never was offered another vehicle not once when my motor blew the last time they close the contract and that was it I took it up on myself to go get another vehicle and put more money down there was never no service exchange never no offer for another vehicle.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/17/2024

  Thank you for bringing this to our attention.  The Auto Finance USA finance manager has talked to the customer to resolve her concerns. We believe she is satisfied with the resolution discussed. 

  Customer Answer

  Date: 05/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  And I am hoping what was discussed will be handled in a timely manner thank you.
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/26/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The key did not honor the contract that was made . I purchased a vehicle ,which the motor blew 3 tines contract stated they were to replace motor I was waiting my warranty not only did it cause me to lose my job but mentally stress as well.they charged me to get into another car .I had 1 year to one tear I a half to complete my payments not to mention not being able t o drive the car without any motor problem.More to say the inwould like all the money back I spent on the Chrysler 200. Also we came to an agreement on when to start back payments on the hona wasn't honored, also I was told two payments would be cut in half which wasn't then there after the reposed the car and kept majority of my belongings and got the vehicle going to the auction. I am seeking ***** due to breach of contract. Also nothing reported on my mother credit.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/29/2024

  Thank you for bringing this to our attention.  An agreement was made between the customer and our ******************** manager by email. On May 20th, 2024 at 11:28AM the customer confirmed by email "Yes, I approve." to said agreement.  Our part of the agreement with the customer was completed on My *********.  The customer has not satisfied their part of the agreement.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: ********
  
  I am rejecting this response because: I paid nearly ***** dollars on a Chrysler 200 they did not apply all the money I spent on that within warranty and did not fix my car charged me to get into another car raised the car payment and none of the money I spent was applied to the principle then they take my car sale it to the auction not giving me even giving me time to pay which had the money the following day they broke contract from the beginning I have Al, the emails also was to get two car payments cut in half and a later start back to m pay date which was not honored this business is wrong and I am seeking the full amount I spent on my  Chrysler 200 in full.The car didn't mean much to them due to the fact they sold it to the auction
  
  Sincerely, *************************
  
  *************************

  

  Business Response

  Date: 09/04/2024

  Customer was dissatisfied with a vehicle she purchased in January of 2022.  In July of 2023 we reached an agreement with her that included us trading her out of the vehicle she was dissatisfied with for another vehicle.  The vehicle traded in had significant negative equity which we ate.  We did not roll that negative equity into the next vehicle. After this BBB complaint we reached another agreement with her that she acknowledged she was satisfied with.  We complied with the terms of that agreement and now customer is complaining about an issue that we already settled with her and we already satisfied our portion of the agreements.    

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a 2015 Jeep Cherokee sport. Almost 2 years ago. Just to be sued for $32,000 because when I told them about that coolant engine oil leak, they would not listen to me they told me on 100% responsible for the engine to be replaced. Theyve held my car and repossessed it and wants $4400 November 1, 2023, but its under 100% warranty in which they told me I did not have now I have it apparently, and its thrown out the door. I have had this problem since day one and nobody would listen. Now its being pinned on me Ive been thrown every which way possible and this is absolutely 100% the worst company ever to get a vehicle from. They literally costed me my job and my home.

  

  Business Response

  Date: 11/03/2023

  Thank you for bringing this to our attention.
  The Vehicle was purchased 07-28-2022 with ***** miles. Our service department records indicate:
  08-26-2022 Concern: coolant leak, reservoir tank was leaking, replaced tank. No charge Goodwill repair.
  11-02-2022 Concern: vibration and wheel wobble.Replaced ball joints and right rear tire.
  12-01-2022 Concern: defroster and heater not blowing also engine mount loose. Replaced blower motor and mount.
  05-30-2023 Concern: radiator has a crack and has steam coming out of it. Cap loosened to drive. Replaced radiator.
  09-25-2023 Concern: overheating and only clicks when trying to start. Possible blown head gasket. Vehicle now has ****** miles.  A warranty claim was denied due to lack of maintenance records to cover the ***** miles driven since the vehicle was purchased. 
  
  The vehicle was repossessed after 3 payments were not paid.  

  Customer Answer

  Date: 11/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Not all was listed of the concerns I asked of the service team. Meaning engine. Was spoke of often. I didnt make the 3 payments due to me returning the said vehicle due to being lied to about said warranty. Not one should have to pay for a vehicle without an engine. I lost my job due to this situation the service team put me in. Lied to me about everything. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/14/2023

  The records listed in our reply reflect the complete concern/repair history from the service department for this customer.
  
  In light of the customers situation our finance manager offered to finance (with no interest charge) the repairs needed.  The customer declined.
  
  Returning a vehicle or failing to make payments does not void the retail installment contract between the finance company and the customer.
  
  At this time we have exhausted our options to satisfy the customers needs.

  Customer Answer

  Date: 11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  it was under warranty. But, they was/ are trying to make me pay for it. This is the reason why I decided not to keep the Jeep. How am I responsible when this was a pre-existing condition I made them aware of. ?? They went to the limits to scam me. And lied about the warranty 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold a car at The Key and was forced to finance through Auto Finance (their own finance company). When I was purchasing the vehicle, the salesman took me to a bar and purchased alcoholic beverages for me. When we arrived back to the dealership, he falsified my income and job status without my knowledge. I was sold a car almost $10K over the appropriate price and was forced to pay the salesman $300 in cash. I found out later that this payment was under the table. Now, I am unable to refinance, trade in, or sell this vehicle. Auto finance has harnessed and threatened me while also disabling my car with an illegal gps/starter interrupt device.

  

  Business Response

  Date: 08/11/2023

  It is true that The Key Cars and Auto Finance *** work together to provide financing for credit challenged customers.  However, The Key Cars does not force customers to use Auto Finance *** for financing.  Outside financing can be used by the customer.  On the falsified documents claim, our records consist of screenshots of the customers bank account provided by the customer.  ********** records were utilized to determine the financing customer qualified for based on the customers stated income.  With that documentation there is nothing to indicate that any impropriety occurred.  We also have no indication that a salesman accompanied any customer off the property to provide alcohol. Such activity would not be tolerated.   Our records also indicate that the sales manager discounted the vehicle to accommodate the customers financial situation at the time of the purchase.  The *** tracking device is perfectly legal and was disclosed to the customer when they signed the 6 page document as well at initialing each of the 21 paragraphs of that document.  Regarding the accusation that a salesman forced the customer to pay $300 cash to the salesperson, we find no evidence this occurred.  This action would be considered theft and would result in immediate termination.  None of these outrageous accusations were presented to The Key or Auto Finance *** in the 18 months since the sale.  Our finance team has recently been in contact with the customer and are working to adjust their payment amount to accommodate the customers current financial situation.